FAQ's

1. Ordering

Yes, all products are in stock in our London warehouse and ready for dispatch unless stated otherwise.

If a particular size or product isn't available, you'll be given the option to enter your email address and we'll contact you when it's available again. Please note we'll only email you once for this reason. Your email won't be used for any other marketing purposes unless you specifically give us permission.

Please see our comprehensive Size Guide which provides specific measurements. This also includes an international equivalent guide to help you translate into other popular sizing systems.

Yes. When you wear Urban Gilt, you're supporting sustainable materials and processes, as well as the lives of people working in the industry. For more details on how we're sustainable, please see our Sustainability Policy.

For the fabric composition for a specific product, please click on the ‘Care & Info’ tab in the product description.

Our office is in Hackney Wick, London and all orders are packed and sent from our London warehouse.

We offer free worldwide delivery on all orders. You can find out delivery times and methods by visiting our Delivery & Returns Policy.

We currently deliver to 69 countries worldwide. Please see our Delivery & Returns Policy to find out which countries we deliver to.

Yes, we can deliver to your work address or a friend/neighbour instead. Please note all UK orders and most international orders will require a signature, so please bear this in mind when stating your delivery address.

Unless you tell us otherwise, items will come wrapped together in the relevant gift box with each box contains 1-3 items depending on the size of the items.

You're able to purchase without an account, however, you'll be given the option to create one when you checkout. We recommend this as you'll be able to save your delivery address, view your past orders and save time when ordering in the future.

Simply navigate to your item of choice, and select the size you want. Click the 'ADD TO BAG' button which automatically adds the item to your shopping bag. You can see the number of items in your bag indicated by the red bag icon at the top right of the page. Once you've added all the items you want to buy, hover over the red bag icon.

Option 1 - Faster checkout

For faster payment, you can go directly to the checkout (skipping the bag page) using the mini-bag dropdown. Check all the items are correct, and if necessary amend any quantities. Input any order or gifting notes in the box provided and click on 'CHECKOUT' to proceed straight to the checkout. You'll be given the option to pay by debit/credit card or PayPal at the checkout.

Option 2 - Normal checkout

Clicking on the red bag icon will take you to the page with your bag. Check all the items are correct, and if necessary amend any quantities and input any order or gifting notes in the box provided. Once you're happy, click 'PAY BY CARD' to proceed to payment using a credit/debit card or alternatively select the PayPal button if you'd prefer to pay using this method.

2. Gifting

Once you've added the items you'd like to gift to your bag, hover over the red bag icon in the top right-hand corner to use the mini-bag dropdown for faster payment, or go to your bag. Using the box provided, let us know what personal message(s) you'd like to include and whether you'd like the items wrapped separately or together. Please note the default is together unless you tell us otherwise. Then continue to the checkout to enter the recipient's details and purchase, and we'll take care of the rest.

If you need gifts sent to different addresses, please process these as separate orders.

As with any other purchase, we offer easy returns or exchange within 30 days of delivery if the recipient isn't happy with their gift for any reason. All gifts delivered within the UK are free to return or exchange. For more information, please see our Returns & Exchange Policy.

3. Payment

You can pay for your order using all major credit cards, debit cards and PayPal.

We also accept Google Pay and Apple Pay letting you check out with address and payment information stored in your Google and Apple accounts for a faster checkout experience.

All prices displayed are in British Pounds (GBP) and will be charged in British Pounds (GBP) at the checkout.

If you'd like to see roughly how this equates to another currency, please select from the list of popular international currencies using the currency dropdown found at the top right-hand side of the page.

Please note however that the prices shown are just estimates and may differ slightly from the actual rate charged by your credit/debit card or PayPal.

Yes, all prices shown are inclusive of UK VAT.

Once you're happy with what's in your bag, click 'PAY BY CARD' to proceed to payment with a credit/debit card. Follow the simple step-by-step instructions - you can either log into your account if you have one or fill in your details manually if you don't.

Please note your card details are verified automatically online by Shopify Payments and are not stored on the site.

Faster payment using Google Pay

If you checkout using Chrome on an Android mobile device, you'll see a button with the Google Pay logo. If you have the Google Pay app installed, then tap the button to see your billing and delivery information. To finalise the purchase, simply authenticate.

Please note: You must be using Chrome for Android version 59 or higher on an Android device running Android Kit Kat (4.4) or higher to see the Google Pay button at checkout.

Faster payment using Apple Pay

If you checkout using Safari on iOS 10 or macOS Sierra, you'll see a button with the Apple Pay logo. To pay using Apple Pay, click the button to see your billing & delivery information and order summary. To finalise the purchase, simply follow the on-screen prompts to authenticate using fingerprint Touch ID.

Once you've added all the items you want to buy, hover over the red bag icon at the top right of the page.

Option 1 - faster checkout

For faster payment, you can go directly to the checkout (skipping the bag page) using the mini-bag dropdown under the red bag icon. Click on 'CHECKOUT' to proceed straight to the checkout where you'll be given the option to pay by PayPal. Click on the 'PayPal' button to log into your PayPal account and authorise the payment.

Option 2 - normal checkout

Clicking on the red bag icon will take you to the page with your bag. Click on the 'PayPal' button to log into your PayPal account and authorise the payment.

Once you've ordered, you'll be directed to an order confirmation page containing your order number. You'll also receive a confirmation email with the items you've purchased, your order total and the billing and delivery address.

Please double-check everything is correct and contact us as soon as possible if anything's wrong. Once our warehouse team have processed your order, you'll receive a second email to let you know your order has been dispatched and to provide you with a tracking number.

We try our best to process and dispatch orders as quickly as possible, therefore any changes will need to be on a case by case basis depending on whether the order has been processed.

In any case, please contact us as soon as possible to request a change, and we'll do our best to accommodate you.

Yes, however, please let us know as quickly as possible. As long as the order hasn’t been dispatched, we’ll stop the order and refund you. If the order has already been dispatched, please accept the item and then return it via the Returns & Exchange Policy.

4. Delivery

All orders are packed in our London warehouse and are dispatched the following business day.

We have different delivery times depending on how far the parcel has to go. You can find our estimated delivery times in our Delivery Policy.

Yes, all UK orders and most international orders will require a signature. You can find out which countries require a signature in our Delivery Policy.

If you anticipate not being available to sign for your order, you can have us deliver to your work address or a friend/neighbour instead.

In this event, the courier will leave a card telling you how to re-arrange the delivery or where to collect your order from.

You can check the progress of your order using the tracking link sent to you via email once your item has been dispatched.

You can find out more about our delivery timeframes in our Delivery Policy, however, if your delivery is more than 4 days overdue please contact us.

At present we don't offer this service.

5. Returns

We offer free returns on all UK orders within 30 days of receiving the item if you aren’t happy for any reason.

If you live in the UK, free returns are included. Please contact us & we’ll email you a Hermes returns label to use. Please note the returns label will expire after 7 days so you'll need to send the parcel back within this timeframe. If you miss this, you’ll be required to cover the cost of returning the item yourself.

If you live outside the UK, you'll need to cover the cost of returning the item so feel free to choose a delivery method which suits you best. For further details on how to return the item, please see our Returns & Exchange Policy.

Please ensure you receive proof of postage at the counter in the event of any issues.

There will be a 16 digit tracking code at the bottom of the Hermes proof of postage slip provided, and you can track the progress here.

We take every precaution to ensure this doesn't happen, however in the event you do receive the wrong item, please return it using the usual methods outlined in our Returns & Exchange Policy. We'll either send you the correct item in return or provide a full refund.

We take every precaution to ensure this doesn't happen, however in the event you do receive a faulty item, please return it using the usual methods outlined in our Returns & Exchange Policy. We'll either send you a replacement item in return or provide a full refund.

As long as the items are returned unused and in their original packaging (including tags) within the relevant time frame stated below, we’ll endeavour to refund your account as soon as the parcel arrives back with us. When the return is processed you'll receive an email confirming your refund.

Please note it can take up to 7 working days from receipt of the email for your bank account to be credited.

If you don't receive an email notification from us within 14 days of returning the item, please contact us with the proof of postage and we will resolve this for you.

6. Exchanges

Yes, we want you to be happy with your purchase so an exchange can be made for a different size of the same product, subject to stock availability.

If you need to exchange an item for a different size, we’ve made this process as easy as possible. Please see our Returns & Exchange Policy.

If you live in the UK, you're eligible for a free exchange which also includes free postage back to you with the new size. Please note however that you'll need to cover the cost of returning the exchanged item if it's still not correct.

If you live outside of the UK, you're still eligible for an exchange however you'll need to cover the cost of sending the item back to us so we can exchange it. We'll then send you the new size free of charge.

7. Privacy & Security

At Urban Gilt, we are 100% committed to protecting the privacy & security of our customers & website visitors.

Please read our Privacy Policy to understand how we use your details and keep them secure.

Please click on the 'Unsubscribe' link at the bottom of any email you've received from us to unsubscribe.

Alternatively, please contact us and we'll be happy to do this for you.